Mortgage Collections-Onsite in Virginia

The Mortgage Servicing Loan Counselor I is responsible for managing delinquent mortgage accounts, engaging borrowers to resolve past-due payments, and ensuring compliance with all applicable policies and regulations. This role requires strong communication and listening skills, attention to detail, and a customer-focused approach to collections.

• Contact borrowers via phone, email, and written correspondence to resolve delinquent mortgage accounts.
• Negotiate payment arrangements, repayment plans, and offer loss mitigation options in accordance with company policies and investor guidelines.
• Maintain accurate and detailed records of borrower interactions and account status.
• Monitor and manage assigned portfolio to meet performance goals and minimize losses.
• Collaborate with internal departments such as Customer Service, Loss Mitigation, and Foreclosure to ensure seamless servicing for the customer.
• Ensure compliance with federal, state, and investor regulations including FDCPA, TCPA, RESPA, and CFPB guidelines.
• Identify and elevate high-risk accounts or potential fraud cases.
• Participate in ongoing training and development to stay current with industry changes and best practices.
• Ability to work in a fast-paced, structured environment with an emphasis on quality and productivity.
• Complete other duties and projects as assigned by your supervisor.
• All other duties as assigned.

• High School Diploma or equivalent required.
• 2+ years of experience in the mortgage servicing industry, collections, and/or call center environment.
• General knowledge of mortgage loan products, servicing systems, and regulatory requirements.
• Strong work ethic including adherence to daily work schedule.
• Excellent verbal and written communication skills.
• Strong negotiation and problem‑solving skills.
• Proficiency in Microsoft Office and mortgage servicing platforms (e.g., MSP, Fiserv, etc.).
• Ability to work independently and in a team‑oriented environment.
• Flexible and open to adapting to change as needed.

• Must be able to work nights and weekends as necessary

• Associate’s or Bachelor’s degree in Business Administration, Finance or related field.
• Bilingual (Spanish/English)
• Experience with FHA, VA, and Conventional Loan Servicing
• Familiarity with skip tracing tools and techniques.
• Basic understanding of FDCPA, TCPA, Regulation X, Regulation Z, Regulation V, Regulation E, and SCRA.

Loan Care’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to atuition reimbursement program that supports your continued education and professional growth.

Compensation Range: $22 per hour. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.

At Loan Care, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and…